user activity reports

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  • Question
  • Updated 1 year ago
  • Acknowledged
USER ACTIVITY REPORTS are inaccurate!!

I cannot compare performance of my employees (how many calls each did, how long they were on the phone, etc.) without the USER ACTIVITY REPORTS being accurate.  I am paying for this service and have been told that "our Ring Central Engineers are working on a solution"... for OVER 1 YEAR.

Of course- I can look at the call logs... but those include all calls routed through a user's phone (whether they answered or not)... so there is a lot of "bad data" which cannot be easily filtered down to actual phone calls conducted by each user.  For example- in 1 month, I have a call log that has 18,000 rows!!

Ring Central needs to fix its USER REPORTS and deliver what it is marketing!
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Woodroof

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  • frustrated

Posted 3 years ago

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gary.bradshaw

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I have been a RingCentral customer for years and this issue is not getting better.  When you calculate all duration it needs to be without the greeting.  Sure we billed for usage time, but most of us need to calculate if the team is doing a good job or when to hire more people.  

The reports we need are:

  1. How to know if employees are providing good service
  2. How to know if all employees are being given and taking the same number of calls.
  3. If certain extensions are just not taking calls and are available
  4. What times of the day do we need to hire someone for
I am sure there is more, but when I look at downloaded call logs it's too complicated to figure anything out.

Maybe RingCentral should at least create some sample ways to calculate the data.  How about an Excel / Google Sheets sample spreadsheet?

It's just been so long that we have been talking about this.